Service / Support

Unitech Service Program

Built to Perform, Priced to Compete.

Perception is often reality, and many times our
lower cost drives buyers to question our quality. At face value, a low cost
is perceived to represent an inferior product. It is natural for a buyer
to question, “How can they have such a low price? Did they cut corners on
quality? Will this product end up costing me more in the end?”

We know buyers of Unitech products do not have the opportunity to examine all of the quality components and design elements we use in our products. The only way they can feel more comfortable in their purchasing decision is to look to our service and support programs we use to back up our claims.

Our focus is to ensure our customers have an exceptional experience with their Unitech products and services. We back every product with a promise. We promise all Unitech products will be free from defects for a minimum period of one year. Some Unitech products carry additional years of standard warranty coverage.

We are close to our customers, so we know many users of Unitech mobile computing devices need to be covered above and beyond our standard warranty. Mobile environments are harsh and constantly changing. We have not been able to design a product that never breaks... yet, but we are able to help our customers minimize down time and maximize up time, with our additional service options.

At-a-Glance Standard and Additional Warranty Coverage

Coverage

Standard Warranty

Extended Warranty

Comprehensive Warranty

Manufacturer defects

*

*

*

Covers normal wear and use

*

Covers accidental breakage

*

Includes all materials, parts, and labor

*

*

*

Multi-year discount

*

*

48-hour repair turnaround

Optional

Optional

5-day repair turnaround

*

*

*

Covers cables, power supplies and batteries

*

Comprehensive Coverage
Receive free repair or replacement of hardware that sustains damage not covered by Unitech’s Standard Warranty. All batteries are covered under the Unitech Comprehensive Coverage plan. Comprehensive Coverage is void if damage is the result of fire or water submersion. Comprehensive Coverage can be purchased for the first, second, and third year of the product’s life, and is available in two options:

48-Hour Repair Turnaround
Should a problem arise with any supported hardware, Unitech will repair or replace the device within 48 hours of receipt and provide free return shipping via FedEx 2-Day delivery to anywhere in North America.
And we would like it to read like this:

48-Hour Repair Turnaround*
Should a problem arise with any supported hardware, Unitech will repair or replace the device within 48 hours of receipt and provide free return shipping via FedEx 2-Day delivery to anywhere in the United States.
* Not available in Canada

5-Day Repair Turnaround
Unitech will repair or replace the device within 5 days of receipt and provide free return shipping via FedEx Ground delivery to anywhere in North America.

If your Unitech device needs to be repaired, do the following:

Contact Unitech with any issues or questions regarding your device.

If a Unitech Technical Support Engineer determines repair is necessary,
an RMA (Return Merchandise Authorization) number will be issued.

After you have received your RMA number, package the device(s) properly
for safe shipping and send to Unitech’s Repair Center in California using
FedEx ground shipping.

When Unitech receives the device(s), all repairs will be completed and
returned within the time frame specified under you coverage plan, 48-Hour
or 5-Day. If expedited shipping is needed, provide Unitech with a shipping
account number and instructions on the type of shipping required.

RMA packages received after 2:00pm (PST) will be logged as received the following
day at 9:00am (PST).

Comprehensive Service Contract, Main Battery Replacement Process:

If the Unitech product you purchased has a defective battery, follow these
steps:

You will need to submit an RMA request on Unitech’s web site or by calling
the Unitech Support Engineer (SE) Team.

The request will need to be verified and approved for warranty eligibility
and Unitech’s clean record* policy.

Within 48 hours of the RMA approval, Unitech’s SE Team will ship out
the main battery replacement
to you along with a prepaid shipping label (with an RMA number written on
the label).

You will receive the battery replacement and prepaid shipping label, allowing
you to send the defective battery back to Service using the prepaid shipping
label.

* Clean Record: Customer has previously requested a battery advance replacement
and has returned all defective batteries.

Extended Warranty
Extend the current Standard Warranty Plan that covers the product for the
first year. Extended Warranty service can be purchased for the second and
third year of the product’s life, and is available in both 48-Hour Repair
Turnaround and 5-Day Repair Turnaround options. By purchasing an Extended
Warranty Plan with 48-Hour Repair Turnaround, you will automatically upgrade
your Standard Warranty to 48-Hour Repair Turnaround as well.

Standard Warranty
Unitech warrants its products to be free from defects in material and workmanship
during the warranty period.

Length of Warranty Coverage
Products are warranted for a minimum of 1 year. Where stated in writing on www.ute.com, some products carry additional years of warranty coverage. All cables, batteries, power supplies, and other accessories included with, or purchased separately from, the main product are covered under the Unitech Accessories Warranty for a period of 90 days.

Whom the Warranty Protects
This warranty is valid only for the first consumer purchase. Customers may be required to provide proof of original purchase.

The following conditions or circumstances are not covered under the terms of Unitech’s Standard Warranty plan:

Cost of shipment to Unitech.

Unitech is unable to deliver to a P.O. Box and FPO addresses.

Any product on which the serial number has been defaced, modified, or removed.

Unitech is not liable for direct, indirect, consequential or incidental damages arising out of the use of or inability to use such product(s), even if Unitech has been advised of the possibility of such damages.

Damage, deterioration, or malfunction resulting from:

Accident, misuse, neglect, fire, water, disaster, lightning, or other acts of nature, operation or storage of product outside the environmental specifications listed for the product, or failure to follow instructions supplied with the product.

Attempted repair by anyone not authorized by Unitech or unauthorized product modification.

Products lost, stolen or discarded by customer or damage due to shipment.

Causes external to the product, such as electric power fluctuations or failure and/or tampering with internal circuitry.

Normal wear and tear or any other cause which does not relate to a product defect.

Removal, installation, and set-up service charges.

Products out of Warranty
Products that are deemed outside the Standard Warranty coverage are subject to prepaid fees that include but are not limited to:

Product problem diagnosis.

Cost of replacement parts.

Labor cost.

Return shipping costs.

Warranty Outside of North America
Customers with Unitech hardware located outside of North America receive the same coverage, however, customer is responsible for paying freight and import / export charges both ways.

Execution of Warranty
Customer shall adhere to the following steps to execute the Unitech Standard Warranty Coverage:

Call Unitech at 1-800-861-8648 and speak with a Support Engineer or
send your request via web
form.

The customer must have the product model number, serial number and proof of purchase available.

A Unitech Support Engineer will attempt to correct the problem through a series of trouble shooting steps. If it is determined that the product must be sent to Unitech for further evaluation:

RMA number will be assigned to the customer and the specific product.

Unitech will determine and make known to the customer if the product is under warranty or out of warranty coverage.

The customer is responsible for returning the defective product in a way that prevents further damage during shipping. The original box cannot protect the contents during shipment, therefore the use of an additional shipping carton is necessary.

Customer should include a detailed itemized packing list of the package content.

The RMA number must be clearly marked on the outside of the shipping carton. Packages not marked with a RMA number will not be received by Unitech and will be returned to sender unopened.

Exclusion of Damages
Unitech’s liability if limited to the cost of one of the following remedies: (1) Replacement with a similar new or refurbished product; (2) repair of the defective product; or (3) refund of a prorata share of the original purchase price contingent on disclosure of original invoice and as determined by the remainder of the warranty period if repair or replacement of the product is not commercially feasible. The remedy chosen will be in good faith and at the discretion of Unitech. Unitech shall not be liable for:

Damage to other property caused by any defects in the product, damages based upon inconvenience, loss of use of the product, loss of time, loss of profits, loss of business opportunity, loss of goodwill, interference with business relationships, or other commercial loss, even if advised of their possibility of such damages.

Any other damages, whether incidental, consequential or otherwise.

Any claim against the customer by any other party

Any verbal warranty assurances made by a Unitech employee or Unitech authorized distributor or reseller that conflicts or enhances the written warranty included herein.

Limitations of Implied Warranties
There are no warranties, expressed or implied, which extend beyond the description contained herein.

Dead on Arrival (DOA) Policy & Process:

If the Unitech device you purchased is Dead on Arrival (DOA) and you purchased
it within the last 30 days, follow these steps:

You will need to submit an RMA request on Unitech’s web site or by calling
the Unitech SE Team.

The SE member will assist you over the phone.

If the symptom cannot be corrected by phone support, and the product
has been confirmed as received within the last 30 days, the case will be
classified as DOA.

The Unitech SE will then ask you to ship the product using FedEx ground
shipping back to Unitech, using our standard RMA policy and Unitech’s shipping
account number.

You must notify the Unitech SE working on the case and give the FedEx
Tracking number of the defective product.

After the tracking number is received by the SE and verified as “shipped”
through the FedEx web site, Unitech will overnight a new product to you,
stock permitting, at no cost.

Effect of Local Law
This warranty gives the Customer specific legal rights, and you may have other
rights, which vary from locality to locality. Some localities do not allow
limitations or implied warranties and/or do not allow the exclusion of incidental
or consequential damages, so the above limitations and exclusions may not
apply to you.